FAQs

By Department:

Service

The service department can be reached 24/7 at (518) 793-7788 or toll-fee at 1 (800) 794-6277

What areas do you service?

We service New York (as far North as the Canadian border, to as far South as The Capital Region, to as far West as Canajoharie) and Vermont.  Visit our map to see all the areas we cover.

Can I change my own batteries?

Yes you can change your own batteries.
Before replacing batteries, contact our central station to advise them you are replacing batteries. When you are done, do not forget to call our central station back to advise them you are all set. If you are unsure about what type of battery you should use, call our office and speak with our service department for further assistance.

I would like to change my phone service to another carrier. How will this affect my system?

It all depends on the carrier you are switching to.  Some phone carriers are not compatible with alarm system monitoring.  Before switching to a new carrier, we ask to please contact our office.

What are the drawbacks of having Digital Cable phone service rather than a landline?

If power is lost:
-Digital Cable phone service will immediately go out and your alarm system will not be able to transmit alarm signals to Mahoney Alarms’ Central Monitoring Station.  Mahoney Alarms does offer backup monitoring services and ask to contact our office at 518-793-7788 and speak to a sales representative for additional information.
-Landline phone service will continue to transmit alarm signals to Mahoney Alarms’ Central Monitoring Station.

What happens if my home phone service is interrupted?

Your alarm system will not transmit to Mahoney Alarms Monitoring Station.  Therefore should an alarm activate we will not be contacting your local authorities and your alarm system will sound locally.

Mahoney Alarms does offer backup monitoring services and ask to contact our office at 518-793-7788 and speak to a sales representative for additional information.

If the power goes out, will my alarm system still work?

Yes, the battery backup in the control panel will continue to power the system for a limited time.

For alarm monitoring, Digital Cable phone service will immediately go out and your alarm system will not be able to transmit alarm signals to Mahoney Alarms’ Central Monitoring Station.  Mahoney Alarms does offer backup monitoring options and ask to contact our office to speak with a sales representative for additional information.

Landline phone service will continue to transmit alarm signals to Mahoney Alarms’ Central Monitoring Station.

I am trying to arm my system and the keypad states “not ready”. Why can I not arm my system?

Your system is indicating that a sensor is in fault. Check that all doors and windows are completely closed. Once the problem has been corrected, the system can be armed.

Should the problem persist, contact our Service Department at 1-800-794-6277.

What happens if I accidentally trip my security alarm system?

If an alarm is accidentally activated an audible siren will sound at your home or business and a signal will be sent to the Mahoney Alarms’ Central Station. The system can be disarmed by entering your code.  A phone call should then be placed to our central station to confirm the cancellation.

Please have your password ready! If a password is not provided, the authorities will be dispatched.

I am selling my home/moving. What steps do I need to take in order to suspend monitoring services??

We ask to please fax, mail or send an email to dispatch@mahoneyalarms.com your request to discontinue monitoring services.  In your request we ask to provide your customer number, site address, effective date you wish to discontinue monitoring services, reason for the discontinue and your signature.  Should you e-mail your request and do not have the ability to sign the document, we will require your password to verify you are the owner/account representative able to request the discontinue.   Please keep in mind, we need to shutdown monitoring services prior to your cancelling of telephone services.

*We do not accept discontinuing of monitoring services over the phone*

How can I change user codes?

Please complete our User Code Request Change Form and return to our office via fax, mail or e-mail.

There is a fee associated with this service.  Should you have any questions, please contact our office.

Dispatch

The Central Station Monitoring Station can be reached 24/7 at (518) 793-7788 or toll-fee at 1 (800) 794-6277

How do I arm and disarm my home’s alarm system?

To arm your system you can select either “Home”, “Sleep” or “Away”.  When you select “Away” you are arming all areas of the system. You will use “Away” when you are leaving the house and nobody is staying inside.  Selecting “Home” arms only the perimeter of the system. “Home” arming is when you are staying inside, but want the comfort of knowing the exterior windows & doors are armed and allows you to move freely inside your home.  Selecting “Sleep” arms perimeter and interior devices but leaves devices in bedrooms/nighttime areas off.  Before arming your system, make sure all interior devices (motion detectors, inside doors) and perimeter devices (exterior windows and doors) are closed/ready.  If your system reads “system not ready” and you have checked all devices, contact Mahoney Alarms for assistance, Toll-Free: (800) 794-6277.

When you want to enter your house, after you open an exterior door, you will need to enter your security code on the keypad to disarm your system.  Once you successfully enter your code on your keypad, your keypad will confirm your system is disarmed by reading “all system off.”

If your system includes fire or environmental devices, these devices are on, 24/7, and cannot be disarmed.

Who should I put on my call list?

In the event of an alarm activation, it is necessary we have correct persons to be notified and phone numbers pertaining to same for our central station to dispatch correctly.  Please keep in mind, if your primary residency is not local, we highly recommend using family members, neighbors, friends and/or caretakers as contacts that reside locally to your protected property.   All emergency contacts should reside locally to the protected property, have a key to the property and be able to respond to an alarm if needed. 

You should check and update your call list regularly. Should you need to make any changes to your call list, complete the update call list form and return same to our office.

How do I update my emergency contact list?

Should you need to add/remove an emergency contact from your call list, we will need your request in writing.
Complete one of forms below and return to our office for processing via fax, mail or e-mail at dispatch@mahoneyalarms.com

Residential Call List Change Request Form

Commercial Call List Update Form

Who do I call if my system is not working correctly?

Call Mahoney Alarms at (518) 793-7788 or toll-fee 1(800) 794-6277 and ask for the service department for assistance.

What happens if none of my contacts can be reached?

Our central station operators will continue to contact your emergency call list, usually every hour, until someone has been advised.  Please note that the proper authorities will be contacted as required.

Billing

The billing department can be reached Monday-Friday 8am – 4:30pm at (518) 793-7788 or toll-fee at 1 (800) 794-6277 for all your billing questions.

Payment by Mail

Please include the payment coupon attached to your reoccurring monitoring statement or write your account number on your check or money order.  For payment by mail, please use the address below.

Regular U.S. Mail
Mahoney Notify-Plus Inc.
PO Box 767
Glens Falls, NY 12801

Phone Payment

Phone payments can be made by calling 1-800-794-6277.  Please have your account number ready for immediate customer service.

Pay My Bill Online

Make a payment online with a  credit card or checking/savings account. Visit Pay My Bill to begin.

We ask to please have your invoice/statement with you for payment reference purposes.

Automatic Payment from your Checking/Savings Account or Credit Card

Never worry about missing a reoccurring monitoring payment again! Sign up to have your monitoring payment automatically deducted from your checking/savings account or credit card (Visa or MasterCard) each billing cycle.  Upon enrollment in auto-debit, you will not receive an invoice nor payment receipt in the mail. To enroll, please call 1-800-794-6277 or complete the payment form below and return same to our office via mail, fax or e-mail.

CREDIT CARD FORM

CHECKING/SAVINGS ACCOUNT FORM

E-Invoices

Many of our customers appreciate receiving their invoices electronically. ENROLL NOW for paperless billing.